Administer Connect Support queues

Administer Connect Support queues

You can define the support agents, default messages, schedule, and escalation path
for each Connect Support queue.

Before you begin

Role required: admin

About this task

Note: Both Connect Support queues and legacy chat queues are stored on the Chat
Queue [chat_queue] table. Connect and legacy chat should not be used
concurrently.

Procedure

Navigate to Collaborate > Support Administration > Queues.

Click New or open an existing queue from the list.

Complete the Chat Queue form, as appropriate.

Table 1. Chat Queue form

Field

Description

Name

Name of the queue.

Active

Not used in Connect.

Assignment group

User group that contains the support staff for the
queue. Any user in the group can view the queue in the
Connect sidebar and accept chats. No other users can
access the queue. This field must be populated.

Average wait time

Average time it takes for an agent to accept a chat
in the queue. This value is automatically calculated and
should not be edited manually.

Confirm problem

Not used in Connect.

Escalate to

Different queue to which an agent can escalate a
chat. For example, there might be a queue for high
priority support chats. When a queue is defined in this
field, agents can access the
Escalate option in
conversations.

Initial agent response

Message that users see when an agent accepts their
chat. For example, Thank you for contacting
support. We are looking into your question now and
will be with you shortly.

Not available

Message that users see when they attempt to start a
chat outside the queue's defined
Schedule. You can use HTML to
format the message and include links or media.

Question

Initial phrase that users see when they start a new
chat in the queue. For example, How can I
help you?

Schedule

Schedule that defines when the queue is available.
Leave the field blank to make the queue available all
the time. Users cannot start a new conversation in the
queue outside the schedule hours.

To review conversations associated with the queue, add the Chat
Queue Entries related list and review the records for the
following information.